Senior CX Architect — Hybrid NYC, Data-Driven Engagement

Change.org, PBC; New York (NY); Hybrid; USD 130,000 - 150,000; Full time

Job summary

HHAeXchange is seeking a Senior Customer Experience Manager to shape how we activate, adopt, and retain customers at scale. This role blends strategy with hands-on execution, leveraging data and product usage insights to improve outcomes.

Hybrid work in NYC with 3 in-office days, reporting to the VP, and driving end-to-end customer journeys, interventions, and metrics. Build scalable experiences and partner across functions to elevate the customer experience.

Qualifications

• 8+ years of relevant experience in lifecycle marketing and customer tech touch.
• Strong understanding of the customer lifecycle and data-driven decision making.
• Proven ability to build digital CS programs from zero and measure outcomes.
• Experience with AI tools and workflow automation platforms.

Responsibilities

• Own and evolve the digital customer adoption and engagement strategy across activation, adoption, engagement, and retention.
• Architect customer journeys and launch scalable programs across email, in-app experiences, AI-enabled engagement, and human outreach.
• Partner with Product, CX, Training, and Data teams to bring strategies to life while owning the customer experience.
• Define KPIs and drive continuous test-and-learn across journeys and channels.

Tools

Gainsight

Totango

Intercom

Salesloft

Zapier

Make

Job description

HHAeXchange is seeking a Senior Customer Experience Manager to shape how we activate, adopt, and retain customers at scale. This role blends strategy with hands-on execution, leveraging data and product usage insights to improve outcomes.

Hybrid work in NYC with 3 in-office days, reporting to the VP, and driving end-to-end customer journeys, interventions, and metrics. Build scalable experiences and partner across functions to elevate the customer experience.